The Client Support Specialist (CSS) serves as a point of contact for Zelis customers who are live in ZAPP®. The CSS is responsible for providing best in class support and management to the strategic accounts. Most responsibilities for the Client Support Specialist are case management and resolution to production related incidents, requests, and enhancements to our client's business. A very strong work ethic and commitment to team is a must to be successful. The Client Support Specialist is a level II member of the Client Services Program. The level of knowledge necessary for this position typically requires 1-2 years of experience in technology, project management, or business analyst related work. The client's business is a growth engine for Zelis Payments and the core business for these customers consist of very high-profile plans, such as Amazon, Walmart, and many government plans. The demand and expectations of these plans are very high and typically regulated by an association in accordance with CMS and other legislation.
Key Responsibilities
Serve and support the clients and team with tier 1-3 cases including but not limited to;
Case Management
Investigation
Solution
Mitigation
Timely communication & updates to customers
Abide by case SLA and expectations set by leadership.
Supplemental projects targeted to optimize client processing and fulfillment.
Specialty projects such as;
One-time mailing
Gap analysis
Assist development with the definition and testing of complex new features.
Write and/or review detailed instructions to IT for data translations and enhancements
Lead small project teams of Zelis personnel to resolve complex, long range client issues
Provide technical support to stakeholders (both client & internal), and is effective in oral and written communication skills to explain technical situations, present information, and provide training.
Management for multifaceted, complex clients
Prepare, coordinate, and lead on-site client meetings - with support of Supervisor and/or Senior Manager
Collaborate with Business Development/Sales
Participate in weekly office hours for CX team to bring complex questions for discussion and resolution
Maintain a high level of customer service and satisfaction on all accounts by identifying barriers, providing resolutions and solutions through customer education, employee education, and coordination with client and internal resources.
Train client to perform self-service program administration.
Work as the Client Advocate to all Zelis Departments, by assisting Clients in all aspects of their business with Zelis Client Services
Understand: healthcare industry knowledge, claims communication and ID card production as well as data and how it translates to produce client materials.
For ID cards and enrollment materials related to print production
For checks and EOB understand the print production related to claims communications (Explanation of Benefits, Letters, Invoices, etc)
Understand clients' technical system, software and current process for print and electronic communications or enrollment materials
Conduct periodic interaction with client's staff to maintain excellent customer service, conduct conference calls with clients as required
Apply technology and Zelis product knowledge to address client needs
Keep Senior Manager and/or Technical Support Lead informed of activities, alerting of any issues promptly
Perform basic customization of the explanation of benefits, ID cards, and payments
Follow established HIPAA, Compliance & Security policies
Full understanding of the Payments product suite and how the software optimizes the fulfillment of our client partners.
Professional & Interpersonal Skills
Client/Customer Focus - Makes customers and their needs a primary focus of one's actions; develops and sustains productive customer relationships. Seeks to understand and educate customers; builds collaborative relationships and takes action to meet their needs and concerns.
Communication - Communicates accurately, honestly and effectively, both in oral and written form; practices active listening. Clearly conveys information and ideas through a variety of media to individuals and groups in a manner that engages the audience and helps them understand the information.
Team Success - Actively participates as a member of a team to move the team toward the completion of goals.
Problem Analysis & Solving - Uses sound or logical judgment to spot and analyze problems; develops alternative solutions and initiates action. Proactively identifies complex problems; identifies, proposes and implements solutions in a deadline driven environment.
Initiative - Highly motivated to take prompt action to accomplish objectives; strives to achieve goals beyond what is required; proactive. Responds quickly; takes action and goes above and beyond.
Planning and Organizing - Establishes courses of action for self and others to ensure that work is completed efficiently. Able to prioritize, determine tasks, create schedules, leverage resources and stays focused.
Living the Vision and Values - Keeps the company's vision and values at the forefront of decision-making and action.
Location and Workplace Flexibility
We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture and all of our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.
Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.
Commitment to Diversity, Equity,Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.
Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.
Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.
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